Lead Support Engineer

Location: US-based, Remote, East Coast time zone preferred but not required VisionTrack is looking for a Lead Support Engineer, US. This role provides oversight for the US Support Team, advanced technical support, escalation handling and technical investigation across our video telematics and connected vehicle platforms. The successful candidate will take ownership of cases that cannot be resolved at first or second line, working with customers, internal teams, field engineers and suppliers through to resolution. The position combines senior technical support with supervision of the US Support Team, including scheduling, performance against KPIs and customer satisfaction. It suits someone who is equally comfortable digging through logs and API calls and communicating technical issues to developers as they are supporting a team member or explaining findings to a customer or executive. Key responsibilities Own escalated cases from receipt to resolution, keeping customers and stakeholders updated, records accurate, and communication timely within agreed service levels. Bridge US Support and UK Development/DevOps, translating customer-reported issues into clear, evidence-based escalations and relaying technical outcomes back in plain language. Support major incidents by providing structured technical analysis and clear, regular updates to stakeholders at every level. Investigate recurring faults, repeat contacts and service failures to identify root causes and recommend corrective and preventive actions. Escalate effectively to the proper internal team, understanding current priorities and providing the evidence needed to act. Collaborate across teams including Product, Development, Operations, Field Service, and suppliers to resolve systemic or complex issues. Engage directly with customers and key accounts when a case calls for a technical voice on the call or in person. Raise team capability by coaching first and second line colleagues and creating documentation and knowledge base content. Team leadership• Supervise the US support team, providing day-to-day direction, coaching and performance support. Resource allocation/scheduling, including standard and after hours phone coverage schedules. Manage Performance against KPIs, tracking performance against targets, and acting on gaps. Drive customer satisfaction by monitoring, maintaining, and acting on CSAT and NPS scores for the Support Team. Technical investigation

• Product and platform knowledge: Build a working understanding of device-to-platform communication, data flows, integrations, and platform behavior. Experience with hardware and software solutions.

Firmware and Configuration: Comfort testing, applying, and validating device firmware and configurations. API triage: Investigate REST API issues (endpoints, headers, authentication, permissions, payloads) and interpret common HTTP status codes. Use Postman or similar tools to reproduce and evidence issues. Logs and monitoring: Use Azure logs or equivalent tools, with basic KQL queries, to trace requests, errors, and correlation IDs and to spot recurring patterns. Accurate diagnosis: Distinguish customer setup, configuration, partner/API usage, data quality and device communication issues from genuine platform defects before escalating. SIM data usage: Oversee SIM data usage across the device estate, monitoring consumption, investigating unusual usage, and taking action to control overages. Ownership of projects and other duties as assigned. Candidate Requirements• Experience in senior technical support or DevOps, ideally in telematics, connected vehicle, IoT or a related industry. Strong troubleshooting skills across connected hardware, software, and cloud-based reporting platforms. Working knowledge of REST APIs, HTTP status codes, API keys, bearer tokens, permissions, and common access issues such as expired credentials. Hands-on experience with Postman or similar tools, Azure logs or equivalent monitoring tools, and basic KQL or similar query languages. Experience supervising a support team, including scheduling, KPI supervision and performance coaching. Confidence working with people at all levels, from first line support to C-level stakeholders. Clear written and verbal communication with both technical and non-technical audiences. A customer-focused, organized approach, calm under pressure, with strong ownership of service quality. Established remote office and ability to work with little supervision. Able to work flexible hours, including ability to work across multiple time zones (including UK). A Bachelor’s degree or qualification in IT, electronics, automotive technology, telematics, or engineering (or equivalent work experience). Nice to Have• Experience supporting video telematics or similar safety solutions. ITIL Foundation certification or equivalent service supervision experience. Experience using CSAT and NPS data to improve service quality.